Transcript AUC’s Student Service Center A One

The American University in
Cairo
One-Stop Shop
AUC’s Student Service Center
ssc
•
•
•
•
•
•
Pre-one stop shop
Consultation Phase
Pilot Phase
Completion and the move to the New Campus
Critical Success Factors
Advantages of centralizing student services
Student Services at AUC:
A pre One-Stop Shop overview
Inquiries &FAQ
All general information about AUC
Take an application form
Testing
Submit application &
receive ID
Cashier
Old System
Cashiers
Admissions
Testing
Financial
Affairs
Enrollment
Registrar
Recruitment
Student
Accounts
STUDENT
VERTICAL COMMUNICATION
CONTINOUS PARADE TO DIFFERENT OFFICES
Horizontal Communication
Process Improvement
Proposed System
A
D
M
I
S
F
I
N
A
N
C
R
E
C
R
U
E
N
R
O
L
I
T
M
E
N
T
ONE-STOP SHOP/STUDENT
S
I
I
I
L
I
N
E
A
M
O
G
R
L
E
N
S
N
S
A
T
I
D
T
E
S
T
C
A
S
H
R
E
G
STUDENT
I
S
T
R
A
R
S
T
U
D
E
N
T
A
C
C
O
U
N
T
S
PROVIDING STUDENT ONE PORTAL FOR INFORMATION DISSEMINATION
PROPOSED
Enrollment
Recruitment
Cashiers
One Hub
Testing
Registrar
Student
Accounts
Financial
Affairs
Admissions
PROPOSED
Enrollment
Cashiers
Registrar
Financial
Affairs
Admissions
Student
Accounts
Testing
Consultation Phase
Booz Allen Hamilton
Problems with the initial proposal:
• It was the mere physical relocation of existing staff (Specialists) to a
central location
• Did NOT solve the queuing problem
• Various logistical and training issues
Alternative proposal: A true One-Stop Shop:
• A “Stand Alone” office with dedicated staff members
• “Generalist” staff cross-trained in the various functions of relevant offices
GENERALIST
Recruitment
Enrollment
Cashiers
Registrar
Financial
Affairs
Admissions
Student
Accounts
Testing
Enrolled and Prospective students, parents , counselors, etc….
One-Stop Shop
One-Stop Shop
Walk Ins
Emails
Telephones
One-Stop Shop
Front Office
Walk Ins
Back Office
Emails
Telephones
Back Office
Emails
• Handled at the back office and not
by the front office staff,
• A system to ensure responding to
emails during public holidays to
maintain the service (particularly for
international students).
Telephones
• A call center is currently being
prepared to respond to all
incoming telephone inquiries
Support from other offices
• Telephone hot lines were created between the SSC staff and
specialists in all related offices.
•
For special cases, visitors are issued passes to the back
offices where they can discuss their cases in more details with
“Specialists”
Pilot Phase
Pilot Phase
Advantages:
• Implementation starting in a “Stress Period” in the admission cycle that
allowed us to flesh out any potential problems,
• A trial visitor management system was employed to measure
service and waiting time,
• Creating a complete digital archiving and document processing.
Arising Problem:
Inadequate familiarization period for new staff to adapt to the new
working environment, new functions and system, resulted in a less than
optimal waiting time.
Sample Waiting/service Times Trends
Across Different Phases
Main Elements of a One-Stop Shop
1-Staff:
• Professional, cross- trained and technology-aware staff members who
should also be service –oriented Pleasant and flexible
2-Office technologies
• Operating System as well as multifunction, time and space saving,
office machines
3-Space:
• Adequate, well designed and utilized space. For both visitors and
staff.
Completion phase and the move to AUC’s New Campus
Quick Adaptation to Variations in
Workload
Seven Service Stations
1
7
2
3
4
6
5
Quick Adaptation to Variations in
Workload
Normal: 3 Counters Operational
1
7
2
3
4
6
5
Quick Adaptation to Variations in
Workload
Medium: 5 Counters Operational
1
7
2
3
4
6
5
Quick Adaptation to Variations in
Workload
High: All 7 Counters Operational
1
7
2
3
4
6
5
Completion phase and the move to AUC’s
New Campus
Critical Success Factors
• More sophisticated visitor management system was employed,
•Permanent ID center and cashier’s counter were created to serve
students throughout the year,
•Digital document management system and electronic delivery of
documents to offices,
•Adequate space and adaptability in handling peak periods (for
example, additional service counters can be quickly set up to handle
requests during peak/deadlines periods),
•Successful implementation of office technologies and tailored
technology solutions,
•Adequate space and physical infrastructure.
Digital Document Management
System
• A new software to manage digital archiving of all
incoming documents,
• Separate back office space for digital archiving and
document management system,
Electronic delivery and an archived backup
of all received documents.
Example:
Electronic delivery of:
• Requests for transcripts and other students records (Registrar)
• Graduate admission files
Visitor Management System
• Data is extracted on regular basis to measure
service and waiting time for different functions and
staff,
• Monthly comparative reports are issued to monitor
the change in service and waiting time during
regular and peak periods.
• Monthly reports are extracted trace peaks times
throughout the year.
A full data base illustrating the SSC
workflow throughout the year.
Instant Counter Status
Report
Instant Queue Status
Report
Charts extracted from the
Visitor Management System
Daily follow up data for all performed
functions at the SSC
Charts Illustrating the SSC
Operations
Advantages of centralizing student services…
• Creating a central hub for student services,
• Minimizing turnaround time for various requests,
• Reduction of queues and better visitor management
system,
• More efficient management of document workflow,
• Better archival and retrieval of documents,
• Standardization of procedures relevant to handling
different services.